Agentforce Session End Classification Logic Bug Fix

What's Changing in Agent Analytics: Abandonment and Deflection Metrics

We have updated our session classification logic to ensure greater metric accuracy:

• Timeout sessions are now receiving a correct “Expired” classification (instead of “Closed by user”).

• The result of the bug fix to report sessions as expired means they can now correctly be categorized as Abandoned

• Previously, these sessions were incorrectly counted as Deflected. The bug fix was implemented to make sure their classification will be correct

This change ensures that Deflection metrics accurately reflect active user resolutions, where a user successfully resolved their issue without agent assistance.

Why This Matters

The prior classification inflated Deflection numbers and understated Abandonment by counting timed-out sessions as deflected. The updated logic provides a more accurate picture of how users are engaging with Agentforce, giving you a clearer view of both successful self-service and user drop-off.

What You May Observe

Starting from the beginning of March 2026, you should expect to see:

• A decrease in your Deflection Rate metric.

• A corresponding increase in your Abandonment Rate metric.

This is an expected result of the classification update and not an error or a bug in the system.

No action is required on your end. Your historical data and existing configurations remain unchanged.

If you have any questions about how this update affects your specific reporting or team, please reach out to your account team.